Forecasting of Intraday Interval Arrivals for Small and Medium Sized Call Centers with Emergencies

In order to improve service level and responsiveness, many market-oriented enterprises gradually pay attention to the role of call centers. Call center supported by digital technology can provide data to help these enterprises in terms of knowledge mining, data analysis, and even intelligent manufacturing. This paper focuses on the forecast method of call center, presenting a two-sector model. The upper model proposed is used to identify the characteristics of drastic incoming calls change based on recent and historical data, and the bottom model proposed consists of several prediction models that process different data characteristics.